FAQ's

Ordering

Can you put items on hold for me until payday?

Unfortunately we are unable to reserve items, our system just isn’t quite up to this (yet!). We would always advise our customers to place their order as soon as possible so that they are not left disappointed!

If money is an issue, we do offer payment plans through Clearpay & Klarna.

I have put the wrong address in on my order

It is really important to check your order details before you confirm it. Please contact us as soon as possible so we can amend your order details. If you contact us after your order has been dispatched, you will be responsible for the re-postage fee and no refund will be given for the item until it has been received back by us.

If the address is incorrect and refused by the recipient the parcel will be sent back to the main sorting office to be re-sent to us. Please allow 21 working days for this to be received by us, unfortunately we are unable to track this for you.

My order has failed, but the money has come out of my account?

If your order has failed, this means that your order has not been received by us. As a security measure your bank may temporarily hold the money which shows as a payment for up to 24 hours. If this is still showing after this timeframe we would advise you to contact your bank for confirmation.

Why will my order not go through?

There are a few reasons why your order was not successful. Please check you have put the correct payment details in and that your billing and delivery address are correct. If you are paying via one of our payment plan providers, please ensure you have sufficient credit in your account, if the problem persists we would advise you to contact the provider (Clearpay or Klarna)

I have not received a confirmation, did my order go through?

If you are a new customer with us, or we have not been marked as a safe sender your confirmation will more than likely be in your junk mail. If you have checked here and you still have not received one, please contact us and we can re-send this to you.

Will I receive confirmation that my order has been dispatched?

Absolutely, once your order has been dispatched we will update our system to reflect this. You will receive an update to let you know your order is on your way, and if you have provided a mobile number you will also receive a text message.

Delivery

Why does my tracking details still say where the item was posted?

We use Royal Mail signed services, which are not fully trackable. The tracking number you are provided will show you the date and location of where your parcel was posted, the next update will be when it is signed by you or someone on your behalf.

Do you ship internationally?

  • Europe £11.99 estimated between 5 to 7 working days.
  • Worldwide £16.99 estimated between 7 to 14 working days
  • Orders will be delivered Monday to Friday (excluding bank or public holidays)
  • Signature required upon delivery

My parcel has not arrived in timeframe stated

All of our delivery timeframes are estimates and the postal service may experience delays during busy periods or unprecedented times (seasonal events, pandemics etc). We will not compensate any late deliveries unless the mistake is ours and your parcel took longer than our 48 hour window to dispatch.

Will you automatically refund me if my parcel doesn’t arrive?

We will open an investigation with Royal Mail before raising a refund so that they can track the whereabouts of your parcel and if necessary reimburse us for the cost. Please allow 7 to 10 working days for this to be completed. We are unable to comment before this time due to the updates available to us.

My parcel has been signed for but it wasn’t me.

We understand that you aren’t always going to be in when your parcel arrives. Please check that a red Royal Mail calling card has not been left for you. This will state where your parcel is and when you can collect it. Secondly check with your immediate neighbours or anyone who could have accepted and signed for your parcel on your behalf.

If after this you are still unable to locate your parcel, please contact us & we will open an investigation with Royal Mail. They will be able to track the delivery, as well as locating the co-ordinates of the parcel drop off and a description of the recipient. Please allow 7 to 10 working days for this to be completed. We are unable to comment before this time due to the updates available to us.

Parcel

My item has arrived and is faulty.

We are really sorry to hear that your item is not up to our usual standards. Please inform us as soon as possible and attach a photo of the fault. We will refund you on receipt of the item and if it is deemed faulty we will also reimburse the return postage cost,

My order has arrived and I am missing an item.

We are all human, so mistakes can happen, however we will rectify this for you. Please contact us within 48 hours of receiving your parcel so that we can ensure the right item can be replaced in a timely manner. We will pay for the re-postage fee.

My order has arrived and I have received the wrong item.

We are really sorry about that, we are all human so mistakes can happen. Please contact us within 48 hours of receiving your parcel so that we can ensure the right item can be sent in a timely manner. We will pay for the re-postage fee.

Refunds, Returns & Exchanges

What is your refund policy?

We offer an easy squabble free 30 days return policy.

Please ensure that the item/s you wish to return are in line with our returns policy:

* Items must be returned within 30 days of invoice (purchase date)
* Items must be in an unused & re-saleable condition with all tags attached.
* Items must be odour free (cigarettes, damp etc)

Please note: sale/discounted items must be returned within 14 days of invoice (purchase date)

Any items sent to us outside of the 30 days, will not be refunded or exchanged. If the customer would like the item returned to them this will be at senders cost.

I have ordered for a child that isn’t born yet, am I able to have a refund if is not suitable?

We understand that a lot of our items are bought as gifts. If the child is born past our 30 day return policy, we can certainly arrange a store credit, however a full refund will not be issued. Any birth within the 30 day period will be eligible for a full refund.

How long will it take for my refund to appear in my account?

Once your return has been accepted by us, we will authorise this within 24 hours. Please allow up to 7 working days for this amount to appear in your account. If you have paid via ClearPay or Klarna, your refund will be issued back to your account and your payment dates will be adjusted accordingly.

Do you offer exchanges?

We advise you to arrange a return of the unsuitable size, and re-order the correct size via our site. Once we have received your return this will be processed as above. Please note you will be responsible for all postage costs of the exchange unless the item is faulty/damaged.

Gift Cards

Do you offer gift cards?

We certainly do, you can select the gift card option on our website. Simply choose the amount you wish to give and have your gift card sent direct to yours or their inbox.

Add your special message and even choose an image to add!

Can I refund a gift card?

Gift card purchases are non refundable & cannot be exchanged for cash value. All of our Gift Cards are valid for 12 months from the purchase date and these cannot be extended.

An item I have bought with a gift card is unsuitable, what are my options?

We understand that not all of our items will be suitable for everyone. You can return the item to us as per our policy, however you will be issued a credit note to the full value of the item. No cash refund will be issued.

Personalisation

Can I add additional wording to my personalised item?

If we can fit it on correctly, then yes of course! All of our photos are just representations of how your personalisation can look. If you have an idea in mind, get in contact with us and we will do our best to accommodate your request.

How long does it take for items to be personalised?

From the date of your order please allow 5 working days for this to be created. We will then dispatch your order via your chosen delivery method.

Can I change my order once it has been processed?

Unfortunately not as all of our personalised items are made to order. We aim to start creating your order within 24 hours, from picking the stock to choosing the thread colour.

There is a spelling mistake on my personalised item

It is very important to ensure that your personalised order is checked thoroughly. Any item that is incorrect due to the fault of the customer will not be refund. In the unlikely event, the mistake is made by us, of course we will issue a full refund.

If I have written my personalisation in capital letters is this how it will be processed?

Yes, we will copy your personalisation request EXACTLY including spaces, and any punctuation. Please ensure that you are happy with how it looks before you submit your order. No changes can be made once you have confirmed your order.

General

Are you a real business?

Yes we are! We know that shopping online in the current market can be very scary as you are buying through a screen, rather than face to face.

We are a registered business in England / Wales.

Company Number: 1492282

VAT: GB 305 2292 36

How can I contact you?

You can send us an e-mail here. We aim to respond within 24 hours (Monday to Friday), however during busy times please allow up to 48 hours for a reply.

Or alternatively you can reach us via our social platforms where we are very active;

Facebook

Instagram

Can you help with issues on your website?

We sure can! Sometimes it may be out of our control, and could be a hosting issue however we will be more than happy to investigate this for you. Please contact us here if you are experiencing any issues with our website.

How does the sizing of your items come up?

We know how difficult it can be to find the correct size for your little one (they grow so quick!) so we have put together a size guide for your reference.

Clothing size guide

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Footwear size guide

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We do also give our sizing recommendation under every product. This can be found under the ‘product details’ tab.

Will you be restocking an item?

If we still have the item on our website but it states out of stock – yes this will be restocked! However if the item can not be found on our website, this means we would have sold right out – sorry!

Do you use Brand Reps?

We decided not to use Brand Reps for our brand as we would rather build an active community (and we couldn’t pick between all your cuties!). We work closely with our customers and reward them for their loyalty.

If we are provided with photos that we can use for our website and social media platforms, we certainly will (with your permission, of course!).

Want to see your little one on our website? E-mail your photos here.

Do you have an actual shop?

Unfortunately we don’t just yet, however we can arrange (by appointment) for you to visit our showroom. Please just send us an e-mail here to arrange your visit.

Do you work alongside other small businesses?

Omg yes! We absolutely love finding hidden gems within the small business community. If your business offering fits with our brand, then we would love to support you. Send us an e-mail here or get in contact on our social media platforms.